At a glance
- Client
- A consumer services companyName withheld for confidentiality
- Focus area
- Customer Ops
- Service
- Smart Business Operations
- Scope
- Query classification, routing rules and helpdesk integration
The challenge
More than 500 queries arrived every day by email, web form and chat. Two coordinators read each one and forwarded it to one of eight departments, often to the wrong one.
Misrouted queries bounced between teams, customers waited, and handle times kept climbing.
Our approach
Learn from past tickets
We used historical tickets and their final owners to understand how queries should be routed.
Classify each query
A language model reads incoming messages and identifies topic, urgency and customer details.
Route and prioritise
Queries go straight to the right team's queue, with urgent cases at the top.
Keep people in control
Low-confidence cases go to a coordinator, and corrections improve the model.
The solution
Incoming queries are classified and routed within seconds of arriving, with key details already pulled out for the agent. Coordinators now handle only the unclear cases.
Customers reach the right person first time, and teams see a cleaner, prioritised queue.
Results
- Queries routed in seconds instead of hours
- Urgent issues prioritised automatically
- Key customer details extracted for agents
- Model improves from coordinator corrections
Technology used
- NLP classification
- Helpdesk APIs
- Python
- Workflow automation
- Analytics dashboard
Facing a similar challenge?
Tell us what you are working on. We will walk you through how we would approach it, with no obligation.